Technical Account Manager

Denver CO
30+ days ago

Job Description

Job Overview

The Technical Account Manager provides proactive and reactive assistance to assigned customers and is responsible for troubleshooting issues as they relate to the full suite of iCIMS Products. The TAM is responsible for building and maintaining a technical relationship with assigned customers while mastering systems to effectively communicate to those customers efficiently. The TAM is responsible for effective partnership with the Customer Success Manager and other departments to help ensure customer satisfaction. The TAM will own technical escalations and necessary communication to the customer. The TAM is also responsible for surfacing and working to mitigate technical risk. The TAM reports to the Manager, Technical Account Management.

About Us

When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.


Essential Job Functions
  • Establish and maintain a strong partnership with assigned customer accounts
  • Is able to flex their communication style to each customer based on technical aptitude of the system
  • Liaise with our internal Software Developers and Platform Specialists to address/resolve technical issues and provide feedback to customer, helping them to understand issues, timelines, and next steps
  • Has a strong sense of urgency and is able to advocate on behalf of the customer
  • Support assigned customers providing guidance to ensure optimum utilization of our platform and ROI
  • Responsible for addressing & resolving complex support escalations from in-bound inquiries through our ticket system, phone, and email while also proactively planning touch points with assigned customers
  • Maintain platform expertise through continued internal training – is the Subject Matter Expert on all iCIMS related products, including integrations
  • Must be able to assess the Need vs Want for business requirements and provide consultative feedback with recommendations
  • Establish and maintain internal stakeholder relationships to benefit customer needs
  • Collect and track information and details of all problems identified and update and maintain case documentation within the system related to customer issues
  • Attempt to recreate and resolve issues without escalating the calls to advanced personnel
  • Strong SaaS technical knowledge
  • Excels at time management and project management
  • Ability to assist peers with system related questions
  • Ability to assist the Customer Success Manager with presentations and potential on-site visits
  • Must be able to travel, to support clients approximately 10% of their time


  • 2+ years of technical account management experience or experience with HRIS/SaaS Systems
  • Strong time and project management skills and the ability to assess urgency and set priorities is essential
  • Technical experience or knowledge of SaaS environment
  • CRM and / or ATS is a plus as is experience with
  • Passionate about problem solving, relationship building and creating customer loyalty
  • Exceptional written and verbal communication and interpersonal skills. Articulates thoughts and ideas clearly, concisely, and persuasively
  • Ability to effectively overcome customer concerns and create a win-win outcome
  • Strong results orientation with a proven track record of flawless execution and strong attention to detail
  • Ability to multi-task and handle multiple prospective clients and issues simultaneously
  • Must have good working knowledge of Windows/Mac OS and its components
  • Understanding of database theory and design are a plus, but not required
  • Previous experience troubleshooting enterprise environments
  • Networking and troubleshooting connectivity, database, and performance-based issues with OS and/or hardware
  • Strong knowledge of Microsoft Internet Explorer and related web-browser based technologies growth.
  • Effective time management skills
  • A self-starter with the demonstrated ability to take initiative, who can proactively identify issues/opportunities, recommend actions and follow through to effective resolution
  • Strong results orientation with a proven track record of flawless execution and strong attention to detail
  • Demonstrated customer service orientation. Creates and sustains ongoing forums that encourage two-way communication opportunities
  • Basic understanding of fundamentals of human resources and employment process
  • Ability to work both independently and within a team environment

Education/Certifications/Licenses Required
BA/BS is required or equivalent experience in related field


EEO Statement

iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS.

We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at [email protected]

Compensation & Benefits

Target Total Compensation - $57,800 - $65,000
Your actual pay will be based on your skills and experience - talk with your recruiter to learn more.

iCIMS offers the following benefits: medical, dental, vision, 401(k), an open vacation policy, sick days, short-term disability, long-term disability, maternity/bonding and parental leave, tuition reimbursement, flexible savings accounts, paid holidays, life and AD&D insurance.


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